Department: Customer Support / Customer Experience

Employment Type: Full time

Location: Fort, Mumbai

Job Summary:

We are looking for a Customer Service Executive who will be responsible for handling customer interactions across calls, chat, and email. The role involves resolving customer queries, providing accurate information, managing complaints, and ensuring a positive customer experience in line with company standards.

Key Responsibilities:

Voice Support (Calls):

- Handle inbound and outbound customer calls professionally and courteously

- Resolve customer queries, complaints, and requests efficiently

- Provide product/service information and guidance to customers

- Escalate unresolved issues to the concerned team as per process

- Maintain call quality standards and documentation

Non-Voice Support (Chat & Email):

- Respond to customer queries via live chat and email within defined TAT

- Provide clear, accurate, and well-structured responses

- Follow standard templates and brand communication guidelines

- Track and update customer interactions in CRM/ticketing tools

Customer Experience & Coordination:

- Ensure first-time resolution wherever possible

- Ensure all KRAs like FRT, CSAT, NPS, AHT are mitigating on daily basis





- Maintain detailed records of customer interactions and feedback

- Coordinate with internal teams for issue resolution

- Identify recurring issues and share insights with supervisors

- Adhere to company policies, data privacy, and quality standards

Required Skills & Qualifications:

- Graduate in any discipline (preferred)

- 03 years of experience in customer service

- Excellent verbal and written communication skills

- Basic computer knowledge and CRM handling experience

- Strong problem-solving and interpersonal skills

- Disciplined and committed to work

Preferred Skills:

- Experience of 6 months to 1 year at least in e-commerce or BPO environment

- Familiarity with ticketing tools (Zendesk, Freshdesk, Salesforce, etc.)

- Willingness to work in shifts (rotational Saturday or Sunday)

Interview Structure:

1st Round- Telephonic round

2nd Round- Written communication test

3rd Round- Final F2F discussion with reporting manager & CEO (If needed)

What We Offer:

- Competitive salary

- Growth and learning opportunities

- Supportive work environment

- Only general shift (10 am to 6 pm)

📌 Customer Service Executive (Mumbai)
🏢 Doc Brown Industries
📍 Mumbai